Customer experience (CX) is the heart of any successful business. In this category, you’ll find insightful articles packed with actionable strategies to transform your customer interactions. Discover how to leverage empathy, personalise your approach, and utilise technology effectively to create a seamless and delightful customer journey. Gain expert advice on building customer loyalty, reducing churn, and turning happy customers into brand advocates.
Unleash the power of exceptional customer service! Dive into articles exploring the latest trends, tips, and strategies to elevate your customer experience and build lasting brand loyalty.
Ultimately, investing in CX is an investment in the future of your business. It’s about building a foundation of trust, creating memorable experiences, and fostering a community of loyal customers who not only return but also champion your brand. By understanding and prioritising the customer experience, businesses can unlock sustainable growth, enhance brand reputation, and cultivate a competitive advantage that sets them apart.
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Historically, the Customer Relationship Management (CRM) system and Contact Center as a Service (CCaaS) platform operated as two distinct silos. This separation created swivel-chair syndrome, where agents manually toggled between screens, leading to fragmented data and frustrated customers. Audrey William, Industry Analyst and founder of Crayon IQ, comments, “The convergence of CCaaS and CRM really …
A pathology test can be a critical moment in a person’s healthcare journey. As Australia’s second-largest pathology provider, Healius processes millions of tests annually. However, behind the clinical precision of the laboratory lies a human experience that begins long before a needle meets a vein. It’s the responsibility of Nathan Kellie, National CX Insights Manager …
Marketing and customer management is full of rabbit holes. Those who burrow ever deeper into them, nose down and backside up, miss the full picture. The Ghent Altarpiece is a 12-panel, 15th-century masterpiece by Jan and Hubert van Eyck. Painted in 1432, it’s regarded as one of the most important artworks in history – and …
In early March, data from the Australian Bureau of Statistics showed something unexpected. After years of stagnation, Australia’s productivity is finally ticking up again. The surprising part isn’t the increase. It’s what’s driving it. Productivity or “gross domestic product per hour worked” was up one per cent over the year to December. Why was this …
Anne-Kathrine Nissen, the CX Design Lead for H &M, doesn’t just see a business that sells products to customers. She sees a massive, living web of human interactions. The story of H&M’s transformation, as told by Anne-Kathrine, isn’t about a new app or a flashier website. It is a story about using holistic design to …
At this week’s Qualtrics Experience Live event in Sydney, the conversation focused on the impact and potential of AI in terms of Voice-of-Customer (VoC) and customer feedback analysis. Despite recent negative sentiment in the VoC market—highlighted by Medallia’s financial challenges and Qualtrics’ own recent funding hurdles—the event presented an optimistic future for the sector, centred …
Australia has a customer service problem, and while AI is helping, it’s only part of the solution. Over the past few years, we’ve seen organisations invest heavily in technology to improve the customer experience. In many ways, it’s working, AI is helping resolve issues faster, reducing wait times and easing pressure on customer service teams. …
Transforming customer experience in a large-scale not-for-profit takes both empathy and operational precision, especially when services support people at moments of vulnerability. At Uniting NSW.ACT, that transformation is being accelerated by embedding service design capability and three practical shifts: Uniting NSW.ACT is one of Australia’s largest and most prominent not-for-profit community service organisations. With a …
Last week, the vineyards of the Hunter Valley served as the backdrop for the 13th annual Customer 360 Symposium. Bringing together over 150 of the region’s most influential CX and customer insights leaders. If you missed the morning mists and the deep-dive sessions, here is the essential roundup of what shaped the conversations this year. …
Today, a single bad experience can undo a hard-won customer relationship. Customers move quickly, compare constantly, and switch brands with less hesitation than ever. Yet many customer experience strategies are still built around delayed reactions. Friction is identified only after it has already cost conversion or trust, whether through abandoned carts, negative reviews, or spikes …